Faiz Abbas
Allen,USA
Summary
Results-driven Client Success Specialist with 7+ years of experience in managing customer relationships, improving client satisfaction, and driving retention. Skilled in IT support, problem-solving, and leveraging technical knowledge to deliver innovative solutions. Adept at analyzing customer feedback, implementing process improvements, and collaborating with cross-functional teams to ensure client success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Success Specialist
Enhance Technology
06.2025 - Current
- Facilitated communication between clients and technical teams to resolve issues promptly.
- Managed inbound customer support tickets, ensuring timely and accurate resolution with a 92% success rate.
- Communicated with customers via email and Jira ticketing systems to provide updates, explanations, and next steps.
- Monitored ticket queues to prioritize urgent and high-impact requests.
- Visit clients on-site for additional support and training.
- Documented common issues and solutions to support knowledge base improvements
- Identified trends in customer issues and shared insights with internal teams to reduce repeat tickets.
Sr. Application Support Engineer
Code Ninjas
08.2021 - 01.2025
- Responded to and resolved Zendesk support tickets within established SLA, consistently maintaining 95% customer satisfaction.
- Work cross-functionally with four departments to optimize solutions and processes.
- Act as Lead Administrator for software services such as Microsoft 365, Zendesk, Active Directory, Sharepoint, Meta, Azure, Canva, Listen 360, and LineLeader for the home office and 380 Code Ninja locations.
- Managed and trained a team of 4 L1 help desk employees in various time zones.
- Collaborated with the software development team to identify and resolve recurring technical issues, resulting in a 10% reduction in customer escalations.
- Implemented a new ticketing system that decreased ticket response times by 40%
- Managed bug lifecycles in Azure DevOps, including bug identification, triaging, prioritization, tracking, resolution, and post-resolution validation.
- Led the integration of cost-effective SaaS vendors, enhancing tracking and reporting capabilities and optimizing the support process, saving around 60,000 dollars in technical fees.
- Edit 8 SQL databases involving data related to student transfers, user emails, student progression, customer data, and employee information.
- Promoted to Sr. Application Support Engineer within two years of employment.
Systems Administrator
Galaxy Hotel Groups
02.2018 - 07.2021
- Delivered IT support to 22 hotels and home office employees, which included performing technical support, system administration, and system performance tracking using Salesforce, Zendesk, Jamf, and Google Suite/Google Cloud.
- Responsible for administrating software licenses to employees such as Jira, GSuite, Meraki, Salesforce, and Quickbooks.
- Created over 50 technical documents on common issues related to Quickbooks, hardware, and Google products.
- Managed 150+ Mac and Windows machines to track and triage employee usage.
- Lead installation of computer systems of 7 office and hotel locations. Including Microsoft LAN, Wi-Fi routers, and general hardware.
- Implemented security measures to protect the network from unauthorized access, viruses, and malware.
- Automated system updates and patches using PowerShell to keep all devices up-to-date and secure.
QA Engineer Intern
Samsung
06.2016 - 08.2016
- Assisted in developing and executing plans, test cases, and scripts to validate software functionality and ensure quality.
- Wrote automation scripts in Python in Samsung’s custom testing environment on multiple Samsung devices.
- Submitted 12 unique bug reports relating to Samsung mobile devices to the engineering team.
- Supported user acceptance by coordinating with stakeholders to validate product requirements and functionality.
- Participated in weekly and sprint planning meetings to stay aligned with Agile development practices and project goals.
Education
Bachelor's degree - Computer Science
University of North Texas
Denton, TX12.2017
Skills
- Client Relationship Management
- IT Troubleshooting & Support
- Microsoft Windows Server
- Process Improvement
- Mobile device management
- Client Training
- Network monitoring
- APIs
Certification
Driver's License
Timeline
Client Success Specialist
Enhance Technology
06.2025 - Current
Sr. Application Support Engineer
Code Ninjas
08.2021 - 01.2025
Systems Administrator
Galaxy Hotel Groups
02.2018 - 07.2021
QA Engineer Intern
Samsung
06.2016 - 08.2016
Bachelor's degree - Computer Science
University of North Texas